Client Advisor-1

UMB Bank•Kansas City, MO

10d•$51,291 - $75,460

About The Position

The Client Advisor - Commercial Card supports Tier 2 and Tier 3 Commercial Card program clients and program administrators, aligning to a geographic banking territory and/or an Account Executive or Card Sales Officer. The role supports commercial payments relationships throughout their lifecycle and delivers customer service through phone, email, and in-person interactions with commercial banking officers, account executives, card sales officers, program administrators, and company contacts. The Client Advisor serves as a subject matter expert and point of contact for complex card program inquiries, issues, and escalations. The role provides consultation, research, and solutions; tracks issues through resolution; and coordinates follow-up to support client and business-partner satisfaction. It also provides proactive communications, client and partner training, and education on program tools and best practices. The position contributes to process improvements and program growth through root cause analysis, program reviews, and collaboration on strategic client solutions. Additional work includes complex card-program administration and maintenance, supporting program reviews and materials, adapting to system and program changes, and completing special projects and other assigned duties.

Requirements

Bachelor’s degree or equivalent relevant experience.
Two years of credit card program or financial services experience; or 3–5 years of client relationship management, customer service and sales experience in a related field, operations technical support experience, or equivalent education.
Demonstrated attention to detail.
Strong teamwork skills.
Ability to own a process from end to end.
Drive for results in support of business growth and focus on the client.
Complex problem-solving skills and ability to translate client needs.
Proactive follow-through on issues through resolution.
Strong written and verbal communication skills.
Ability to identify and solve routine technical and end-user system-tool issues.
Ability to professionally manage multiple requests, concerns, and problems while applying significant attention to detail.
Excellent interpersonal skills.
Ability to communicate effectively and professionally with multiple levels of leadership and lines of business.

Responsibilities

Serve as a subject matter expert and point of contact for program administrators, company contacts, and internal business partners on complex card program inquiries, issues, and escalations.
Research and resolve card program issues, track them through resolution, and coordinate follow-up with appropriate resources.
Communicate proactively with clients and internal business partners about the client experience and set appropriate expectations.
Train and educate clients and business partners on program tools and best practices through multiple channels, including in person.
Identify process improvement and program growth opportunities through root cause analysis and program reviews.
Work with clients and internal resources to implement process improvements and develop strategic program solutions.
Complete complex administrative requests, including card strategies, account modifications, expense-management best practices, and other card-program maintenance.
Work with Account Executives and Card Sales Officers on program reviews and periodic materials supporting program growth and development, including training and best-practice knowledge sharing.
Learn and adapt to changes in systems, tools, programs, compliance, policies, procedures, and internal communications.
Complete special projects and other duties as assigned.